PKSHA Technology Launches Major Update to “PKSHA ChatAgent” with Conversational AI Agent Features to Align with User Intent and Streamline Problem-Solving

Leveraging Generative AI and LLMs to Dramatically Advance Dialogue Capabilities; Maximizing Contact Center Solutions through Accelerated AI Agent Integration

PKSHA Technology Inc. (Headquarters: Bunkyo-ku, Tokyo; Representative Director: UENOYAMA Katsuya; hereinafter "PKSHA") announced today the launch of a major update to its AI SaaS, "PKSHA ChatAgent." Available from December 1, 2025, this update integrates conversational AI agent capabilities powered by generative AI and LLMs.

This new functionality enables the system to proactively ask follow-up questions to clarify ambiguous inquiries and generate context-aware responses that are optimal for each situation. By aligning deeply with user intent, this advanced dialogue capability contributes significantly to maximizing customer self-resolution.Guided by its mission of "Shaping Future Software," PKSHA conducts research and development on AI and AI agents based on proprietary technologies, including NLP, delivering value through social implementation.

Development Background: Moving Toward Essential Problem-Solving Through "Advanced Dialogue" Driven by AI Evolution

With the rapid evolution of generative AI and LLMs in recent years, enterprises have faced urgent challenges in "promoting self-resolution through advanced dialogue experiences" and "reducing operational loads to improve efficiency."

Conventional chatbots primarily serve as the first point of contact, aiming to guide customers toward self-resolution by responding to questions phrased in various ways. However, issues persisted where customers could not resolve problems on their own, such as when FAQs are extremely numerous or similar, or when user input consisted only of keywords, making it difficult to narrow down the candidate answers.

Advancements in technology have now enabled AI to evolve from a simple "response tool" into a solution capable of providing natural, context-aware, and sophisticated dialogue experiences. In response to these market needs, PKSHA initiated a fundamental evolution of its existing product, PKSHA ChatAgent, resulting in an update to its dialogue capabilities.

Development Overview: Evolving into Dialogue That Deeply Understands User Intent

By equipping the existing PKSHA ChatAgent with generative AI and LLMs, PKSHA implements AI agent functions specifically designed to solve challenges in the contact-center domain. The features of the conversational AI agent launched in the first phase are as follows.

Key Features and Advantages of the Conversational AI Agent:

• Deep Dive into User Intent (Proactive Follow-up Function): When faced with ambiguous questions or inquiries lacking sufficient information, AI proactively asks follow-up questions or confirms the details based on corporate knowledge, accurately grasping a user's true objective.
• Context-Aware Response Generation: Utilizing generative AI and LLMs, the system understands the overall flow of a conversation to generate the most appropriate and natural response. This advanced dialogue capability allows AI to handle complex inquiries that are difficult for conventional chatbots, significantly improving customer self-resolution rates and reducing the number of escalations to human operators.

Consequently, customers receive more appropriate and easy-to-understand answers, resolving doubts and frustrations without stress. For enterprises, this translates into improved service quality, operational efficiency, and optimized labor costs.

In addition to this "Conversational AI Agent," PKSHA plans to support corporate DX through a three-pronged AI agent strategy for PKSHA ChatAgent, with upcoming releases planned for an "Operational AI Agent" (automating complex tuning) and a "Task Execution AI Agent" (automating the completion of inquiry-related tasks).

This functionality is designed to promote DX in customer and sales support departments across a wide range of industries, including finance, manufacturing, education, and IT. It aims to realize a future work style in which productivity is enhanced through human–AI collaboration. Through the provision of these AI agent functions, PKSHA continues to materialize its mission of the "Co-evolution of Humans and Software."

About PKSHA ChatAgent
PKSHA ChatAgent is a dialogue engine that employs the PKSHA Group's deep learning and NLP technologies, with a track record of over 750 million cumulative dialogues. By embedding a few lines of tags in a website, companies can easily introduce a chat-based dialogue engine capable of providing high-precision automatic responses. The tool supports the construction of 24/7 customer support and internal help desk systems, saves labor in internal and external inquiry handling, and the expansion of non-voice support channels without requiring specialists.
URL: https://aisaas.pkshatech.com/chatbot/

About PKSHA Technology Inc.
PKSHA, with the mission of "shaping the software of the future," offers a range of AI and AI Agents addressing social issues. These are deployed as tailored for industries such as finance, manufacturing, and education, as well as versatile products including "PKSHA AI Help Desk," and "PKSHA Chat Agent," The company supports future work styles and aims to foster a society where humans and software evolve together. Company Name:PKSHA Technology Inc. Location:Hongo Segawa Building 4F, 2-35-10 Hongo, Bunkyo-ku, Tokyo Representative:Representative Director UENOYAMA Katsuya URL:https://www.pkshatech.com/